A letter from Art Conway, Chairman of DialAmerica
When making decisions in business, the bottom line is always a top consideration. From engaging outside vendors to hiring new employees, companies must anticipate the impact these choices will have on their success.
This issue of Currents focuses on the value contact centers provide.
What is Your Time Worth?
Everywhere we look, companies are facing an all too common corporate struggle to ensure that employees are as productive as possible during work hours and not constantly sidetracked by emails, impromptu meetings and other interruptions. The Harvard Business Review recently identified time as the “scarcest resource” for companies and explored ways to quantify how much time an organization wastesDownload
Turning Contact Center Costs into Contact Center Profits
Exceptional customer service is increasingly important to build and maintain a dedicated customer base. In a survey of B2B companies released last year, Walker Information projected that by 2020, positive customer service will be the most important factor on customers' minds when they make brand-loyalty decisions. Despite this, some brand managers still feel that customer service functions and contact centers cannot drive growth or generate revenue.Download
Contact Centers Are Still the Key to Great Marketing
Marketing is awash with buzzwords, complexity and new channels to consider adding to the mix. Developing and implementing a successful program can be overwhelming and fraught with risk. Thankfully, fundamental marketing truths have held up as marketers’ options continue to increase.Download